Director, Client Success

About Workframe

Workframe was founded in 2016 by Kevin Ryan (of Double Click, Gilt Groupe, Business Insider, MongoDB, Zola) and a team of serial entrepreneurs.  We’re a rapidly growing company that is leveraging technology to revolutionize the commercial interiors industry through three core service offerings:

• Our proprietary software enables brokers, landlords and tenants to more efficiently navigate the commercial real estate process from site selection to move-in.  
• Our integrated furniture business and extensive digital product catalog significantly reduce the costs for companies to furnish their space.  
• Our technology-enabled project management practice provides companies with a full-service solution that ensures their office build-out projects are completed on-time and on-budget.

About the Role

As Workframe’s first Director, Client Success, you will lead the creation and execution of our Client Success strategy, while managing and growing our enterprise accounts. You will establish yourself as a trusted business partner by delivering product training, actionable recommendations, and platform expertise, and be dedicated to the retention and expansion of these accounts. As the founding member of our Client Success team, you will develop the operational framework for Client Success at Workframe and have the opportunity to build out a team around you. You will report directly to our SVP of Operations and play an active role in crafting the future of Workframe’s platform every step of the way.

About You

You are dedicated to building strong, collaborative relationships with both internal and external partners. You are highly detail-oriented, you’re comfortable creating “playbooks” for training, creating and disseminating reports around usage, issues, etc. Additionally, you are comfortable speaking with senior-level clients and managing their needs. You must have superior expectation management skills. You do not shy away from being on site with a client or receiving a call out of the blue. You do not shy away from problems and when they arise, you communicate effectively every step of the way so that our clients and senior management know they are in good hands. Your knack for operations enables you to create and implement processes that drive organizational efficiency.  You’re personable, have a great sense of humor and are a natural communicator.

Qualifications

• 10+ years of experience in at least one of: account management, customer service, inside sales.
• Candidates with a combination of hands-on operating experience, ideally in a high-growth startup are preferred
• Candidates who have managed (at least) a small team are preferred
• Expert-level Excel skills, strong working knowledge of support systems,with the ability to recommend solutions, familiarity with Keynote a plus
• Highly analytical with a relentless attention to detail
• Strong interpersonal skills and an ability to effectively prioritize several competing initiatives